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Type: Story
Resolution: Done
Priority: High
Fix Version/s: None
Affects Version/s: None
Labels:
- 1097

Epic Link:
AMRIT Enhancement
Sprint:
AMRIT Sprint 25, AMRIT Sprint 26, AMRIT Sprint 27, AMRIT Sprint 28, AMRIT Sprint 29, AMRIT Sprint 30, AMRIT Sprint 31

As a User:
• I want to be able to access a list of beneficiaries from L3 to L5 grievances who consented to feedback calls in the Outbound Calling Application in 1097 helpline.
• I want to be able to view the details of each L5 grievance, including:
a) Complaint ID
b) Complaint Date
c) Beneficiary Name & Contact Information (Registered & Alternate)
d) State & District
e) Complaint Description
f) Attachments (if any)
g) State Comments (if any)

• I want to be able to initiate outbound calls directly from the application interface to the beneficiary's phone number.
• I want the application to track my call attempts (up to 3) and allow me to record the call status (e.g., Connected, Not Connected, Busy).
• I want to be able to document my interaction with the beneficiary in a text box to capture feedback and any updates on the complaint resolution.
• I want to be able to mark the grievance as:
a) Resolved (if the issue is addressed)
b) Unresolved (if the issue persists)
c) No Response (if the beneficiary cannot be reached)

Acceptance Criteria:
• The application displays a list of L5 grievances with beneficiary consent flags.
• Clicking on a grievance displays all relevant details.
• The application allows initiating outbound calls with a single click.
• Call attempts and statuses are logged automatically.
• A text box is available for counselors to document interaction details.
• The system allows marking the grievance status based on the call outcome.

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screenshot-1.png
158 kB
03/Apr/25 8:40 AM
consent pop up.png
114 kB
04/Jul/24 10:41 AM
Consent captured.png
50 kB
04/Jul/24 10:41 AM

is blocked by

AMM-1335 Complaint resolution is "unresolved" and selected the Calltype as "Valid - Valid".But record is not removing from worklist

Closed

AMM-1336 Grievance Record is not reallocating to another user.

Closed

relates to

AMM-1121 Add "Consent Capture" switch button in feedback services

Closed

AMM-1122 1097 Register Feedback API request change - Add param "beneficiary Consent"

Closed

AMM-1123 Create Grievance Allocation Screen in supervisor

Closed

AMM-1124 4. Integrate API for fetching unallocated grievance record count for allocation screen

Closed

AMM-1125 1097Integrate Allocate API for allocating grievance records to agent

Closed

AMM-1126 Create Grievance Re-Allocation Screen in supervisor

Closed

AMM-1127 1097 Integrate API for getting allocated call count in re-allocation screen.

Closed

AMM-1128 1097 Integrate API for re-allocating records to another agent

Closed

AMM-1129 1097Integrate Move to Bin API

Closed

AMM-1130 Create a new screen for Grievance Outbound worklist

Closed

AMM-1131 1097 Integrate API for fetching grievance outbound worklist data

Closed

AMM-1132 1097Integrate API for storing ben call details in t_bencall

Closed

AMM-1133 1097-Workarea creation

Closed

AMM-1134 Integrate Czentrix call logic in agent workarea

Closed

AMM-1135 Create closure screen

Closed

AMM-1136 1097Integrate close call API

Closed

AMM-1137 Modify Feedback Register API - Add param "beneficiary Consent"

Closed

AMM-1138 Add param "beneficiary Consent" in the response of "feedback/get Feedbacks List" API

Closed

AMM-1139 1097 Scheduler for fetching L3 to L5 grievance details - every 5 sec [ compare complaint Id for each insertion ]

Closed

AMM-1140 1097 Create an API for fetching unallocated grievance record count for allocation screen

Closed

AMM-1141 1097-Create Allocate API for allocating grievance records to agent

Closed

AMM-1142 1097- Create an API for fetching allocated call count in re-allocation screen

Closed

AMM-1143 1097Create an API for re-allocating records to another agent

Closed

AMM-1144 1097 Create an API for move to bin

Closed

AMM-1145 1097: Create Fetch Grievance outbound worklist API change [ Resp: beneficiary ID, beneficiary Name, age( age + years/months/days) , complaintID, complaintDate, subjectOfComplaint, State, District, attachments, No of Attempts, severity ]

Closed

AMM-1146 1097 Create an API for saving complaint resolution status [ Req: complaint ID, complaint Resolution, remarks, beneficiary ID]

Closed

AMM-1147 1097: API for storing ben call details in t_bencall( Need analysis )

Closed

AMM-1148 1097 Modify existing close call API [ Add logic for reattempts based on call type and call subtype]

Closed

AMM-1149 1097 Create an API to push back updated grievance details to third party

Closed

AMM-1150 1097: Add extra column "beneficiary consent" in feedback table

Closed

AMM-1151 1097: New Table creation for storing L3 to L5 Grievances

Closed

AMM-1184 Complaint Detail Screen for 1097 Outbound Calling Feature:

Closed

AMM-1185 Integrating API to Save Complaint Resolution Details

Closed

(30 relates to)

Assignee:: Thumu Gayathri
Reporter:: Balamurugan Kariyaraj
Votes:: 0 Vote for this issue
Watchers:: 4 Start watching this issue

Created:: 04/Jul/24 10:41 AM
Updated:: 03/Apr/25 8:40 AM
Resolved:: 17/Feb/25 3:21 PM

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